Playvox

JANUARY 11, 2024

The key functions of contact center workforce management are: Long-term capacity planning Interaction volume forecasting Staff scheduling Intraday management Historically call center managers maintained spreadsheets for agent forecasting and scheduling. And 46% of customers will buy more when given a personalized experience.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Quiq

OCTOBER 16, 2020

Occupancy: Occupancy is the amount of time an individual agent spends actively occupied on a customer interaction. An excessively low occupancy suggests the contact center has hired more agents than contact volume demands. How to Improve Contact Center Metrics.

Contact Center 52

Contact Center Agent burnout Metrics Service level 52

Comm100

OCTOBER 10, 2022

The majority of customer service queries are repetitive and simple in nature, like ‘how do I reset my password’, ‘where is my delivery’, or ‘what time is your store open’. While these queries can easily lead to agent burnout, they also use up valuable agent time.

Chatbots 84

Chatbots Customer Service Self service Agent burnout 84

Nicereply

NOVEMBER 10, 2020

Then a few days after your shirt is delivered, you might get another survey asking how you like the product. You need customers to have a successful business. And research consistently shows that satisfied customers are loyal customers, so it makes sense to check-in frequently. Read more: How to prevent agent burnout.

Agent burnout 98

Agent burnout Finance Advertising Personalization 98

Aria Solutions

MARCH 31, 2020

As we’ve come to know that understanding our customers and meeting their needs is one of the key building blocks for this new decade, it has also become one of the most competitive areas in business. Two-thirds of businesses surveyed report that they compete mainly on customer experience.

Contact Center 62

Contact Center Agent burnout Self service Chatbots 62

Fonolo

JUNE 14, 2018

Offering technology that eases the lives of customers, and acknowledges their increasingly mobile, digital lives: Providing online self-service; the ability to review your business efficiently via short online surveys; and offering chatbots for Q&As are a handful of ways to adapt your business to emerging digital channels.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

Balto

DECEMBER 14, 2022

Customer Satisfaction Score (CSAT). The Customer Satisfaction Score (CSAT) is an indicator of how satisfied your customers are. To measure the CSAT, you can add an after-call survey that enables customers to rate their support experience on a scale of 1 to 5 stars.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

SharpenCX

FEBRUARY 11, 2020

Of course, some idle time is necessary to prevent agent burnout. When we talk about idle time, we’re not talking about bathroom breaks, minutes of rest and mindfulness, or your agent’s lunch hour. All those things are necessary to build a positive environment in your contact center (and help agents maintain sanity).

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

Mindtouch

MARCH 28, 2018

Despite new trends like automated support and chatbots , the human element remains a cornerstone of customer support. Many customers still want to talk to a human being. And when those customers do inevitably call in to the contact center, it’s important that they’re met by a prompt, knowledgeable, and efficient agent.

First call resolution 48

First call resolution Contact Center Chatbots Call Center 48

aircall

OCTOBER 31, 2016

Omnichannel” customer support stems from its conceptual ancestor: “multichannel” support. Customer support channels include phone support, email, live chat, social media, forums, self-service knowledge bases, etc. Simply put, multichannel means providing customer support over more than one channel.

outsourcing 48

outsourcing Multichannel Agent burnout Self service 48

Playvox

APRIL 27, 2023

This is the three-step approach we’ve seen work most effectively to maintain and grow service quality for long-term customer loyalty. Gather strategic insights to determine preferences, including detailed reports on consumer behavior and data from customer surveys on how they use various channels.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Fonolo

FEBRUARY 19, 2019

We’ve been tracking it by regularly looking at different statistics and surveys from industry reports. Call Center Agent Culture. We tip our hat to the managers that face the day-to-day challenge of hiring agents and keeping them in good spirits. Why You Should Empower Your Customer Service Team.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62